This week, Kristen Hayer reviews: The Great Disrupter (September 19-25, The Economist) Chief Customer Officer 2.0, Jeanne Bliss Chapters 1-2 If you're reading along, next week we'll be reviewing Chapters 3-5 of the book, along with a new article. This book is available on Amazon and Audible. Note: Given the great tools and visuals that the author has included in this book, we recommend getting the printed version ..read more

This week, Kristen Hayer interviews: Jim Kalbach, author of The Jobs To Be Done Playbook. The next book we will be diving into is The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi. Before Kristen starts digging into that, she'll be reviewing an article or two. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas ..read more

This week, Kristen Hayer reviews: An article from HBR.org by Lori Mackenzie, JoAnne Wehner and  Sofia Kennedy How Do You Evaluate Performance During a Pandemic The COVID-19 pandemic has not effected each of us in the same way. Many have had to make great changes to protect themselves or their loved ones. This article explores how managers can navigate yearly reviews without bias. Over the holiday season we will be releasing shorter "minisodes" in which Kristen will be reviewing articles instead of books. Season 2 will start in January, and while she has some books in mind she'd love sug ..read more

This week, Kristen Hayer reviews: Talking About Mental Health with Your Employees - Without Overstepping, by Deborah Grayson Riegel, Harvard Business Review, November 3, 2020 The Effective Manager by Mark Horstman, Chapters 10-14 This is the end of Season 1 of Reading for Success - big thanks for being a listener! Over the holiday season we'll still have episodes each week, but they will be shorter and focused on articles instead of books. Season 2 will start in January, and while I have some books in mind I'd love suggestions as well. Email me at kristen@thesuccessleague.io ..read more

This week, Kristen Hayer reviews: A New Model for Ethical Leadership, by Max Bazerman, Harvard Business Review September/October 2020 The Effective Manager by Mark Horstman, Chapters 7-9 If you're reading along, next week we'll be wrapping up The Effective Manager with Chapters 10-14 of the book, along with a new article. This book is available on Amazon and Audible. Additional Links: The Good Place Ethics, Brah ..read more

In this episode, Kristen interviews author of Reimagine Customer Success, Sasi Yajamanyam. They discuss the joys and challenges of writing and shifts that are happening in the customer success field.  If you'd like to reach out to Sasi, you can reach out to his LinkedIn profile ..read more

Reading For Success is making big moves in 2022! Listen in to hear about our plans for the new year. We look forward to continuing our explorations in the world of Customer Success and sharing the journey with you ..read more

In this episode, Kristen and Russell review  Reimagine Customer Success by Sasi Yajamanyam They also discuss some exciting changes for the podcast in 2022! Check out the episode to find out if this book is worth your time, hear about some key moments and get the latest news on our plans for the future ..read more

In this bonus episode, Kristen interviews author of  Digital Customer Service, Rick DeLisi! Kristen and Rick discuss the shift from phone to digital customer service and how it can help both businesses and customers have a better customer service experience.  ..read more

This week, Kristen Hayer continues her review of: The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi This episode explores chapters 3 & 4 of the book. Are you and your customers having the same service experience? Also, how can you create customer success experiences without being able to provide everything the customer wants? If you're reading along, next week Kristen will review chapters 5 & 6. While she has some books in mind for the rest of the season, she'd love suggestions as well. Email kristen@thesuccessleague.io with any questions or ideas ..read more